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Alexandra Samuel

Freelance writer, researcher and speaker

Alexandra Samuel is a freelance writer, researcher, speaker, and regular contributor to The Wall Street Journal, The Harvard Business Review, The Christian Science Monitor’s Passcode, as well as the digital columnist for JSTOR Daily.

Top brands: Humanizing the customer care delivered on Twitter
Customer Care
Top brands: Humanizing the customer care delivered on Twitter

Twenty Twitter accounts that deliver people-powered care Addressing customers by name. Using GIFs to make communication playful. Making your customers LOL, 😂 or ROTFL. These are all ways that brands can humanize Twitter care, and make a care interaction…

Alexandra Samuel
March 10, 2021

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Top brands: Helping customers get a deal on Twitter
Customer Care
Top brands: Helping customers get a deal on Twitter

12 handles that help customers get more for their money In From AM to PM: Twitter Customer Care in a 24/7 World, we look at how Twitter care helps deliver value across four different value dimensions — including economic value. Customers turn to Twitter …

Alexandra Samuel
March 8, 2021

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Top brands: Taking ownership of customer issues on Twitter
Customer Care
Top brands: Taking ownership of customer issues on Twitter

Sometimes customers just need to hear that you’re trying to help.  When it comes to Twitter care, simply taking ownership of a problem can have a powerful impact — whether taking ownership means moving customers to DM so that you c…

Alexandra Samuel
March 3, 2021

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Top Brands: Reaching Out to Customers on Twitter Before They Ask
Customer Care
Top Brands: Reaching Out to Customers on Twitter Before They Ask

Twenty companies that go the extra mile It’s one thing to provide a prompt reply to a customer who tweets you with a question—and it’s another thing to anticipate an issue, or spot an opportunity to delight a customer, and reach out before they ever ment…

Alexandra Samuel
March 1, 2021

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Top brands: Providing customer care on a dedicated Twitter account
Customer Care
Top brands: Providing customer care on a dedicated Twitter account

25 companies that win with a separate Twitter care handle Should you deliver customer care from your main Twitter handle, or use a separate account that’s dedicated to fielding inquiries and solving problems? In From AM to PM: Twitter Customer Care in a …

Alexandra Samuel
February 22, 2021

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Top Brands: Responding to customer care inquiries on Twitter
Customer Care
Top Brands: Responding to customer care inquiries on Twitter

12 companies that respond swiftly to customer concerns When customers turn to Twitter to ask a question or solve a care issue, they appreciate a speedy response. When brands excel at delivering rapid responses, and sustain those response times on a consi…

Alexandra Samuel
February 17, 2021

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Measuring Twitter Care Excellence: 7 Indicators to Score Performance
Customer Care
Measuring Twitter Care Excellence: 7 Indicators to Score Performance

We all know what excellent social care feels like. It’s the delivery service that replies to you within minutes, so that you know when your dinner order is going to arrive. It’s the retailer that spots your photo of that great new handbag, and gives you …

Alexandra Samuel
January 27, 2021

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